Guest Services Officer - ITA

Royal Caribbean Group; Lombardia; On-site; EUR 25,000 - 42,000; Full time

Job summary

Royal Caribbean Group in Lombardia, Italy, seeks a Guest Services Officer to warmly greet guests, understand requests, and deliver accurate information across service areas on board.

The role involves cash handling, guest-facing transactions, and ensuring high service standards while coordinating Sea Pass cards and luggage services. Italian fluency and hospitality experience are preferred.

Qualifications

• 1year+ hotel experience in customer service or related industry.
• Proven experience in processing guest-facing financial transactions (including cash and/or credit card/digital payments)
• Awareness of U.S currency and exchange rates (preferred)
• Proficiency in Italian

Responsibilities

• Greets all guests immediately with a friendly and sincere welcome. Uses a positive and clear speaking voice, taking the time to understand all requests in detail.
• Responds to escalated guest concerns in a considerate, professional and positive manner by showing empathy and listening actively.
• Always looking the part, the Guest Services Officer plays a key role in being the first impression for the brand to our guests.
• Through effective ownership and initiative the Guest Services Officer will seek to take accountability for delivering an outstanding guest experience through problem resolution.
• Maintains current knowledge of all ship’s regular events and special functions by reviewing all available data to provide guests with accurate and up-to-date information to answer questions and handle any special requests.
• Proper telephone etiquette is a key requirement. Must ensure that telephones are answered promptly using positive and clear English communication, using the guest name when possible.
• Provides all services of the Guest Services desk; including, but not limited to: tracing missing luggage, cash services, safety deposit box service, lost and found service, printing and issuing of guest Sea Pass cards, and broadcasting ships announcements.

Skills

Guest service experience

Financial transactions

Italian language

Currency exchange awareness

Job description

• 1year+ hotel experience in customer service or related industry
• Proven experience in processing guest-facing financial transactions (including cash and/or credit card/digital payments)
• Awareness of U.S currency and exchange rates (preferred)
• Proficiency in Italian

Duties and Responsibilities:

• Greets all guests immediately with a friendly and sincere welcome. Uses a positive and clear speaking voice, taking the time to understand all requests in detail.
• Responds to escalated guest concerns in a considerate, professional and positive manner by showing empathy and listening actively.
• Always looking the part, the Guest Services Officer plays a key role in being the first impression for the brand to our guests.
• Through effective ownership and initiative the Guest Services Officer will seek to take accountability for delivering an outstanding guest experience through problem resolution.
• Maintains current knowledge of all ship’s regular events and special functions by reviewing all available data to provide guests with accurate and up-to-date information to answer questions and handle any special requests.
• Proper telephone etiquette is a key requirement. Must ensure that telephones are answered promptly using positive and clear English communication, using the guest name when possible.
• Provides all services of the Guest Services desk; including, but not limited to: tracing missing luggage, cash services, safety deposit box service, lost and found service, printing and issuing of guest Sea Pass cards, and broadcasting ships announcements.